Quality Assurance Specialist

Service Pros Installation Group, Inc•Arbutus, MD

1d•Onsite

About The Position

Service Pros Installation Group is a family-owned business, headquartered in Charlotte, NC, committed to utilizing its resources to positively impact those it serves, putting the needs of coworkers and customers ahead of its own. Service Pros Installation Group works as an exclusive flooring installation provider for Lowe’s Home Improvement, with workrooms across the Southeast, Northeast, and Midwest. Their mission is to provide exceptional customer experiences through a passion for serving others, and their vision is to improve the lives of their employees, customers, and contractors in the communities they serve every day. Their values include Stewardship, People, Integrity, and Growth. The company is looking to hire a full-time Floor Installation Quality Assurance Specialist who interacts with customers and installers to ensure satisfaction with the flooring installation process. This role will foster relationships with Contractors while providing technical guidance, ensuring a quality installation has been completed and that quality is up to Service Pros Installation Group and Lowes Home Improvement standards.

Requirements

minimum of 2 years’ customer service experience, including customer service management.
Ability to use multiple software programs, computer workstations, iPhones, tablets, and peripheral equipment, knowledge of database, spreadsheet, and email.
Valid driver’s license.
Experience working with installers/crew leads during home installation projects.

Responsibilities

Responsible for determining appropriate action for installation quality issues and ensures the scheduling of repairs or re-installation for 3 to 5 assigned workrooms.
Perform virtual inspections, record quality issues, and plan processes to decrease Contractor deficiencies.
Identify quality issues and assist Contractors in improving their skills or in correcting re-occurring issues.
Conduct on-site inspection appointments if issues are not able to be resolved using the virtual process.
Conduct quality audits.
May travel up to 50% out of their local area.